Brands have an overinflated view of their CX quality

A majority of leaders think they’re offering impressive online experiences, Deloitte found, but less than half of customers agree.

By Bryan Wassel • Jan. 29, 2024

Giant Eagle revamps loyalty program

The grocer has made changes to its myPerks program that include additional redemption choices and the ability for frequent shoppers to earn points at an accelerated rate.

By Sam Silverstein • Jan. 26, 2024

Explore the Trendline➔

Top 5 stories from CX Dive

The top stories from CX Dive look at customer experience trends, generative AI use cases and the components of a good tech stack.

By CX Dive staff

University of Utah Health doubled patient feedback for actionable insight

The healthcare provider was able to collect and analyze patients’ comments at scale after implementing an experience management system.

By Kristen Doerer • Jan. 26, 2024

Klarna adds subscription plan

With an IPO on the horizon, the buy now, pay later firm is offering customers a subscription service for $7.99 per month.

By Caitlin Mullen • Jan. 26, 2024

Hilton checks in to Paris Hilton’s Roblox world for loyalty push

The activation demonstrates brands are still exploring ways to draw value from the metaverse even as the technology has lost some of its buzz.

By Chris Kelly • Jan. 25, 2024

United Airlines’ investments in CX pay off as NPS rises

“Thanksgiving and the entire fourth quarter had the highest NPS scores in our post-pandemic history,” President Brett Hart said.

By Kristen Doerer • Jan. 24, 2024

Loyalty programs use gamification to engage customers post-purchase

Brands are looking to sustain long-term loyalty by encouraging customers to engage with them beyond purchases.

By Bryan Wassel • Jan. 24, 2024

ExtraMile pilots AI-powered ‘digital human’ and signage displays

The California-based c-store has partnered with Samsung on a new program at three of its locations as it digs deeper into technology.

By Brett Dworski • Jan. 24, 2024

Genesys to buy Radarr, a boost to customer sentiment analysis

The cloud-based CX solutions provider is set to acquire Radarr Technologies, improving its ability to analyze and engage with customers on social media.

By Kristen Doerer • Jan. 23, 2024

Generative AI, looming over CX tech, raises the stakes for delivering results

There’s a push for CX leaders to adopt generative AI, but they must balance the demand for innovation with the ongoing drive to pair back already bloated CX tech stacks.

By Rosalyn Page • Jan. 22, 2024

Amazon brings cashierless tech to hospitals

After opening automated stores on college campuses and in sports stadiums, the tech giant is moving into healthcare facilities.

By James Pothen • Jan. 16, 2024

Customer data platforms take a leading role in the battle to improve CX

CDPs help drive better CX outcomes and are critical to address cookie depreciation and privacy requirements, a new survey found. Yet, the rise of AI poses opportunities and challenges.

By Rosalyn Page • Jan. 10, 2024

General Mills, Del Monte pilot ads on Instacart’s AI-powered smart carts

Ads on the grocery platform’s Caper Carts include personalized recommendations based on real-time shopping behaviors.

By Chris Kelly • Jan. 9, 2024

Twilio appoints new CEO after co-founder steps down

Khozema Shipchandler took over leadership of the customer engagement platform company as activist shareholders demanded drastic changes.

By Kristen Doerer • Jan. 8, 2024

Rite Aid banned from use of facial recognition tech for 5 years

The company’s “reckless” use of the technology harmed customers, the FTC said.

By Nate Delesline III • Jan. 5, 2024

Visa launches Web3 loyalty tool with focus on curated experiences

The payment services is looking to meet consumers’ growing expectations for loyalty programs by enhancing them with gamified features, curated experiences and easier shopping.

By Bryan Wassel • Jan. 4, 2024

Companies expand digital payment options to improve checkout experience

Embedded payment options like digital wallets are becoming table stakes for businesses looking for better checkout experiences.

By Bryan Wassel • Jan. 3, 2024

How Google’s settlement will change in-app payments

Google’s settlement with attorneys general this week includes a lengthy list of changes the tech titan must make in its approach to in-app payments.

By Lynne Marek • Jan. 3, 2024

Poor website experiences are costing businesses

Consumers abandon an average of five purchases every year due to poor websites, a Storyblok survey found.

By Kristen Doerer • Dec. 22, 2023

For Southwest’s first chief customer officer, his No. 1 concern is trust

Tony Roach spoke with CX Dive about the lessons learned from last year’s holiday travel fiasco, and what the airline is doing to illustrate improvements to customers.

By Kristen Doerer • Dec. 21, 2023

Delta expands Digital ID program for ‘frictionless airport experience’

The airline is using its biometric facial matching technology to work around physical ID checks at select airports.

By Kristen Doerer • Dec. 18, 2023

How to maintain trust in the holiday cyberthreat season

Trust is a cornerstone of a good experience, and retailers need to reassure customers that their data is safe during the holidays.

By Kristen Doerer • Dec. 18, 2023

IRS wants to make it easier for you to pay your taxes

The agency, as it puts a renewed focus on taxpayer experience, is piloting its own tax filing software.

By Kristen Doerer • Dec. 15, 2023

Adobe leans into AI-powered tools as demand for digital experiences grows

The vendor is reimagining its Experience Cloud suite and creating new generative AI-powered solutions to fuel growth in coming quarters.

By Bryan Wassel • Dec. 14, 2023

Google Pay to launch buy now, pay later pilot

The tech giant tapped Affirm and Zip to pilot installment payment options through Google Pay.

By Caitlin Mullen • Dec. 14, 2023